Client Complaints Procedure

Grant Thornton Financial Services S.A. - Client Complaints Procedure

Grant Thornton Financial Services S.A, professional of the financial sector in Luxembourg, put in place the following client complaints procedure in compliance with Luxembourg regulations and Grant Thorston’s CLEARR values (Collaboration, Leadership, Excellence, Agility, Respect).

Investors of funds and clients may lodge a complaint by email or registered mail at:

Grant Thornton Financial Services S.A.
13, rue de Bitbourg
L-1273 Luxembourg

Email: complaints@gt-fs.eu

The complainant shall provide the following details:

  • Complainant identification
  • Detailed description of the facts underlying the complaint

 

A written acknowledgement of receipt will be provided to the complainant within a period which shall not exceed 10 business days after receipt of the complaint, unless the answer itself is provided to the complainant within this period.

Grant Thornton Financial Services will gather and investigate all relevant evidence and information on each complaint in order to provide a proper and accurate answer to the complainant.

Where the complaint handling does not result in a satisfactory answer within a reasonable timeframe, the complainant may notify the Commission de Surveillance du Secteur Financier (CSSF) within one year of filing the initial complaint with Grant Thornton Financial Services in compliance with the CSSF Regulation No. 16-07 relating to  out-of-court resolution of complaints.

 

For more information on out-of-court complaint resolution procedure see:

https://www.cssf.lu/en/consumer/complaints/

https://www.cssf.lu/fileadmin/files/Lois_reglements/Legislation/RG_CSSF/RCSSF_No16-07eng.pdf

https://www.cssf.lu/fileadmin/files/Lois_reglements/Legislation/RG_CSSF/RCSSF_No16-07.pdf

 

Commission de Surveillance du Secteur Financier
110, route d’Arlon
L-1150 Luxembourg
Tel: (+352) 26 25 1 – 1
Fax: (+352) 26 25 1 – 601
Email: direction@cssf.lu